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London Waterloo station and South
West upgrade passenger research
November 2017
2
Key findings
• 97% were aware of the infrastructure upgrade works taking place in August before starting their journey during the works. This has increased from 88% in wave 3 (an increase of 9 percentage points), higher than the level of passenger awareness that was reached in the comparable wave of the Bath Spa research (84%)
• Knowledge of the detail about the upgrade work has also increased since wave 3, by far more than general awareness, with 77% saying that they know a ‘fair amount’ or more about the upgrade works (increased from 33% in wave 3)
• A very large proportion of passengers (98%) knew that the infrastructure works would have an effect on train travel to/from Waterloo during August (increased from 92% in wave 3). Slightly fewer knew that the number of trains running would be reduced (88%)
• Satisfaction with the information provided about the works and the service alterations has greatly increased since wave 3, with 76% of passengers satisfied (wave 3: 39%). Only 10% are dissatisfied with the information provided, which is very similar to dissatisfaction levels in the comparable wave of the Bath Spa research (11% dissatisfied)
• Passengers are most satisfied with where the information was available and the amount of information provided (82% and 79% satisfied respectively). But passengers were less satisfied with the information being available when they wanted it (64%) and having to go online for detailed information (59%)
• The most common way of finding out about the infrastructure works is information at stations or during the journey: 78% of passengers said that they had seen posters or banners at stations; 57% had heard announcements at stations and 56% heard announcements on trains
• Over half of passengers (55%) looked up timetable information online for their journey (73% of Twitter users)
• Eight in ten (79%) support the infrastructure upgrade works at Waterloo. This has increased substantially from 61% in wave 3 and is higher than the equivalent figure in the Bath Spa research (59%)
• Almost two thirds of passengers experienced a delay during wave 4, with 51% saying there had been a minor delay and 13% a major delay. Delays were most commonly caused by trains running less frequently or making more stops/taking longer than normal. When delays did occur, satisfaction with how it was handled was relatively high (63% of those delayed being satisfied) compared to the NRPS (38% satisfied)
• Three quarters of passengers (74%) said they have adapted or will adapt their journeys during the infrastructure works so that they will still travel (increased from 52% in wave 3):
• 55% travelling earlier and 19% travelling later• 22% using an alternative route• 20% using a different station.
3
Methodology
Background and methodology
Background and objectives
• South West Trains and Network Rail are upgrading theinfrastructure at London Waterloo station toaccommodate longer trains and increase passengercapacity at the station, thereby improving the passengerexperience. The improvements will mean more seats,longer trains and a bigger, brighter Waterloo
• From 5 to 28 August 2017 platforms 1-10 were closed inorder to extend platforms 1-4. This led to a temporaryreduction in capacity and the timetable that could beoperated
• Transport Focus, working with South West Trains andNetwork Rail, wished to monitor passengers’ awarenessand understanding of the works and to evaluate theirreactions to the planned alterations and how these werecommunicated
• Prior to the quantitative research, qualitative research wasconducted to understand what passengers need to know,how and when is best to communicate, channelpreferences, understanding of the reasons for the worksand future benefits, and to ensure that all aspects arecovered in the quantitative research
• Note: South Western Railway took over the franchise on20 August during the part-closure
• Four waves of quantitative tracking survey (Nov/Dec 2016- benchmark wave; Feb/March 2017 - after main commsactivity; May-Jul 2017 - just before the platform closures;August 2017 - during the platform closures)
• There is potential for further waves of thequantitative survey (after the August part-closure) toassess the overall success of the arrangementsonce all platforms have returned to use and the newtimetable is in place
• Combination of online and paper questionnaires
• ‘Paper’ respondents recruited at stations; ‘online’respondents recruited using:
• Waves 1-3: SWT season ticket database anddisruption alerts database as well as SWT Twitter
• Wave 4: SWT Twitter only
• BDRC Continental was commissioned to carry out thisresearch; this report contains the findings from the fourthof four waves of the quantitative stage
• More details on the methodology on page 4.
4
Key points to understand about the methodology
• Fourth wave of (at least) four – aim is to measure change over time
• Possibility of further wave(s) under new franchise to continue tracking and measure actual experience once new timetables come into effect
• Several sample sources – these do hit different targets/produce different results:
• Paper self-completion questionnaires distributed at stations (as with NRPS) – as carried out for Reading and Bath Spa*
• SWT databases – season ticket holders and disruption alerts (personalised e-mail invitations)**
• Twitter (opt-in to generic invitation)
• Sample is not representative in the way that NRPS is
• Differences are irrelevant for tracking purposes – so long as proportions in subsequent waves match wave 1
• Waves 1-3 have been matched to wave 4 such that weighting is not necessary**
• But impact on comparability with other projects (‘benchmarks’)
• From a research perspective, this gives important insight into the effects of using different sample sources
• ‘Online’ does bring in younger males (especially Twitter which attracts more 16-25 year olds)
• ‘Online’ more critical/negative/(spontaneous?)
*This report includes comparisons to the Bath Spa research from 2015, for broader context. The fieldwork period for wave 3 in Bath was during the
works. Bath Spa wave 3 is therefore used as a comparison to Waterloo wave 4 which was also completed during the works
**Wave 4, which was conducted during the works at Waterloo, does not include passengers from season ticket holder or disruption alerts databases. The
TOC was unable to send out the survey due to workload constraints linked to the Waterloo works and change of franchise on 20th August 2017. Results
from waves 1-3 in this report have therefore been revised to exclude passengers from TOC databases so that results are directly comparable.
Some questions were not asked in wave 4. These questions are included in this report for broader context and for these questions all passengers (from
all sample sources) who answered the survey in waves 1-3 are included, to maximise the robustness of results.
5
Methodology – further detail
Online Paper
Target sample size per wave 250-500 500
Achieved sample wave 4 242 (wave 3: 514, wave 2: 545, wave 1: 491)* 556 (wave 3:486, wave 2: 484, wave 1: 542)
Questionnaire Online questionnaire hosted by BDRC 8 page paper self-completion questionnaire
Respondents recruited viaTwitter and for waves 1-3 SWT databases (season ticket
holders and disruption alert subscribers)
Interviewers at stations (and for wave 4 only four shifts
conducted on board replacement buses)
Sample controlRecent rail users (in the last 3 months), users of specified
station(s)
Recruitment at NR/SWT categorisation of most affected
stations
Stations Rail users had to start/end their recent journey(s) or
change trains at any of these stations:
Berrylands, Chessington North, Chessington South,
Clapham Junction, Claygate, Earlsfield, Esher, Hampton
Wick, Hersham, Hinchley Wood, Kingston, London
Waterloo, Malden Manor, Motspur Park, New Malden,
Norbiton, Oxshott, Queenstown Road, Raynes Park,
Surbiton, Teddington, Tolworth, Vauxhall, Walton-On-
Thames, Weybridge, Wimbledon, Worcester Park
Questionnaires were handed out at the following stations:
Esher, Basingstoke, Chessington South,
Clapham Junction, Earlsfield, Hampton, Haslemere
Hinchley Wood, Kingston, Norbiton, Queenstown Road,
Raynes Park, Salisbury, Southampton Central, Surbiton,
Tolworth, Twickenham, Vauxhall, Wimbledon, Winchester,
Woking
Fieldwork dates 22nd to 25th August 9th to 27th August
(final week)*Sample sizes include respondents from TOC databases. Twitter only sample sizes are wave 1: 255,
wave 2: 236, wave 3: 242
8
Who we spoke to? (1)
Gender (%)
Age (%)
Working status (%) Social class (%)
Ethnicity (%)
Prefer not to say
W1
total
W2
total
W3
total
W4
total
56 55 54 51
41 42 43 47
3 3 3 3
3 3 3 23 4 4 410 11 11 9
8 11 108
26 23 2621
25 24 2425
17 17 1621
8 7 6 8
W1 total W2 total W3 total W4 total
16 – 25
26 – 34
35 – 44
45 – 54
55 – 59
60 – 69
70+
82767780
811109
121778861222
W4total
W3total
W2total
W1total
Full-timestudent
Retired
Not working
Working part-time
Working full-time
86
12
ABC1 C2DE
W1
Disability (%)
… are affected by physical or mental health conditions or illnesses lasting or expected to last 12 months or more
W1
total
W2
total
W3
total
W4
total
8 9 12 10
Condition or illness impacts ability to make journeys by rail
W1
total
W2
total
W3
total
W4
total
4 4 7 12
47 42 32 50
A lot
A little
Base: All respondents: wave1: 746, wave 2: 781, wave 3: 756, wave 4: 798
*‘Prefer not to say’ excluded
82
13
W2
83
14
W3
W1
87
76
White Other Not stated
87
76
W2
87
76
W3
86
67
W4
83
13
W4
11
What type of traveller? (based on today’s/most recent journey) (1)
Ticket (%)
In advance
On the day
Weekly, monthly or annual season ticket
W1 W2 W3 W4
12 11 10 11
36 41 43 39
52 49 47 49
Bought:
7
7
4
4
1
5
16
52
4
6
8
6
4
2
4
14
49
5
6
9
5
4
1
4
16
47
5
5
6
3
3
1
3
18
49
8
Anytime Single/Return
Anytime Day Single/Return
Off-Peak/Super Off-Peak Single/Return
Off-Peak Day/Super Off-Peak DaySingle/Return
Advance
Day Travelcard
Oyster Pay As You Go
Weekly, monthly or annual season ticket
Free travel pass
W1 total
W2 total
W3 total
W4 total
Time of the journey (%)
77
23
Peak
Off peak
76
24
W1 W2 W3
Morning peak: 63%Evening peak: 13%
Morning peak: 62%Evening peak: 15%
Station (%)
22
21
20
16
44
44
47
54
34
35
33
30
W1
W2
W3
W4
Windsor Lines
Other Suburban
Main Lines
14
15
17
6
29
34
34
45
57
50
49
48
W1
W2
W3
W4
No trains
High impact
Lesser impact‘No trains’ - stations are closed for some or all of the period
‘High impact’ - these stations will have significantly fewer trains
‘Lesser impact’ - these stations will have fewer services
Morning peak: 61%Evening peak: 14%
75
25
Base: All respondents: wave1: 746, wave 2: 781, wave 3: 756, wave 4: 798
68
32
W4
Morning peak: 56%Evening peak: 12%
Online
Significantly higher
13
What type of traveller? (based on today’s/most recent journey) (3)
Satisfaction with the journey (%)Main purpose of the journey (%)
Journey frequency (%)Delays to the journey
X
X
XX
72
721
71
722
71
5
23
73
522
Commute Business Leisure
W1 total
W2 total
W3 total
W4 total
W1 total
10 4 5 11
1510 7
17
13
12 12
15
42
42 45
34
2032 31 23
W1total
W2total
W3total
W4total
Very satisfied
Fairly satisfied
Neither satisfiednor dissatisfied
Fairly dissatisfied
Very dissatisfied
Satisfied (net) 62% 74% 78% 57%
Trust SWT (%)
Yes – minor delay
Yes – serious delay
No
Don’t know
W1 W2 W3 W4
50% 34% 29% 51%
10% 4% 4% 13%
38% 59% 62% 32%
1% 2% 2% 2%
Based on 7 point scale 1=Do not trust them at all, 7=Trust them a great deal
35
29
31
22
54
61
59
63
9
8
9
14
Top 2 Mid 3 Bottom 2 No answer
Business, leisure and infrequent travellers, 60+ years old, completing f2f survey
Commuters, frequent travellers, 26-44 years old
Twitter: only slightly more
negative with 14% rating
bottom 2 box
Rail Passenger Trust Survey
2014: SWT top 2 box 26%,
mid 3 58%, bottom 2 11%
Frequent - make the journey a few times a fortnight or more
Infrequent - make the journey a few times a month or less
NRPS Spring 2017: satisfied 82%
7327
W2 total
Fieldwork dates: W1: Nov/Dec 2016
W2: Feb/Mar 2017 W3: May-Jul 2017
7228
W3 total
75
25
W4 total
74
26
Frequent Infrequent
W1 total
W2 total
W3 total
W4 total
Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798
15
Wave 4 - what type of traveller? (based on today’s/most recent journey) (5)
35
33
21
21
15
14
5
4
3
3
1
0
4
19
Trains run less frequently
Train made more stops/took longer than normal
Train delayed before departure (arrived late tostarting station/delayed leaving starting station)
Train delayed en route after you had boarded
Trains overcrowded/busier than normal
Train diverted via a different route making myjourney longer
Queue to board train
Queue to get into the station
Unable to board the first train that camealong/train too crowded to board
Trains/buses not stopping at my usual station;made own way to different station to start journey
Bus replacement for part of my journey
Bus replacement for all of my journey
Other
None that I'm aware of
W4 total
Type of disruption experienced*
*Question asked in wave 4 onlyQ9b. What kind of disruption have you experienced personally on your journey today?Base: All respondents: wave 4: 798, F2F: 556, online: 242
16
What type of traveller? (based on today’s/most recent journey) (6)
Satisfaction with the journey (%)
10 4 5 11 817
1510 7
1714
2213
12 12
1516
14
42
42 45
3433
35
2032 31 23 29
12
W1total
W2total
W3total
W4total
F2F Online
Very satisfied
Fairly satisfied
Neither satisfied nordissatisfied
Fairly dissatisfied
Very dissatisfied
Satisfied (net) 62% 74% 78% 57% 62% 47%
Trust SWT (%)Based on 7 point scale 1=Do not trust them at all, 7=Trust them a great deal
35
35
35
29
31
22
48
58
54
61
59
63
18
3
9
8
9
14
Top 2 Mid 3 Bottom 2 No answer
Business, leisure and infrequent travellers, 60+ years old, completing f2f survey
Commuters, frequent travellers, 26-44 years old
Twitter: only slightly more
negative with 14% rating
bottom 2 box
Rail Passenger Trust Survey
2014: SWT top 2 box 26%,
mid 3 58%, bottom 2 11%
NRPS Spring 2017: satisfied 82%
Fieldwork dates: W1: Nov/Dec 2016, W2: Feb/Mar 2017, W3: May-Jul 2017, W4: August 2017
W1 total
W2 totalW3 total
W4 total
Significantly higher
F2F
Online
Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798, F2F: 556, online: 242
Awareness of infrastructure upgrade works planned for London Waterloo station in August 2017
18
Headline results wave 1 to wave 4
Awareness of the infrastructure upgrade works at London Waterloo station
41% 81% 88% 97%
How much know about the upgrade works planned for August 2017
7% 29% 33% 77% of all respondents know great deal/fair amount (17% 36% 38% 80% of all aware)
First found out about upgrade works planned for August 2017
39% 34% 77% 78% more than a month ago (all aware fieldwork in Nov-Dec 2016/Feb-Mar 2017/August 2017)
Wave 1 Wave 2 Wave 3 Wave 4
19
Headline results wave 1 to wave 4
Awareness of the infrastructure upgrade works at London Waterloo station
41% 81% 88% 97%
How much know about the upgrade works planned for August 2017
7% 29% 33% 77% of all respondents know great deal/fair amount (17% 36% 38% 80% of all aware)
First found out about upgrade works planned for August 2017
39% 34% 77% 78% more than a month ago (all aware fieldwork in Nov-Dec 2016/Feb-Mar 2017/August 2017)
Awareness of detail (based on all aware)
72% 89% 92% 98% …will have an impact on train travel in and out of London Waterloo station from 5th-28th August 2017
57% 80% 84% 88% The number of trains running in August 2017 will be reduced
47% 49% 54% 70% The upgrade works are being planned for August, as fewer passengers tend to travel during the
summer compared to other times of the year
43% 52% 55% 72% The impact (…) will vary depending on where and when you are travelling
25% 24% 26% n/a More information about how routes and stations will be affected will be provided early in 2017
Satisfaction with the information provided about the infrastructure upgrade works planned for London Waterloo
station in August 2017 (based on all respondents)
16% 35% 42% 76% very satisfied/fairly satisfied; 55% 30% 30% 10% fairly dissatisfied/very dissatisfied
Support of infrastructure upgrade works planned for London Waterloo station in August 2017
69% 69% 66% 79% of all respondents strongly support/tend to support
Wave 1 Wave 2 Wave 3 Wave 4
20
Awareness of upgrade works at London Waterloo station
Q11. Were you aware of the upgrade works planned for August 2017? Q13. When did you first find out about these infrastructure upgrade works planned for London Waterloo station in August 2017?Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798, Bath Spa 2015; Base: wave 1: 1007 wave 2: 1037
Awareness of infrastructure upgrade works
planned for August 2017 (%)
W1
10
4
2
1
2
2
1
1
1
6
1
1
7
15
2
3
7
11
2
3
30
27
14
12
39
34
77
78
3
1
Today/ on previous journey during works Less than a week ago but before todayAbout a week ago About 2 weeks agoAbout 3 weeks ago About a month agoMore than a month ago Don’t know
Mean
(weeks)
4.6
When first found out about infrastructure upgrade works planned for
August 2017 (%) (fieldwork in Nov-Dec 2016 (W1), Feb-Mar 2017 (W2),
May-Jul 2017 (W3) and Aug 2017 (W4))
41 W2 81
4.1
Passengers at Bath Spa were less
aware of the engineering works,
with awareness in wave 3 (84%)
being considerably lower than that
in wave 4 amongst Waterloo
passengers (97%)
42
67
Bath Spa Aware (%)
W1
W2*
*Bath Spa W2 was conducted one month
before engineering works commenced, which
is comparable to W3 of Waterloo.
Bath Spa W3 conducted during the works,
which is comparable to W4 of Waterloo.
W3 88
• Awareness of infrastructure works further increased between wave 3 and wave 4,
with 97 per cent of passengers aware in wave 4
• Awareness is very consistent across passengers using different routes and travelling
from stations with varying levels of impact
• Commuters/frequent travellers are more likely to be aware of the planned London
Waterloo upgrade works (98 and 99 per cent respectively in wave 4 compared to 92
and 95 per cent in wave 3)
• The online sample are more likely to be aware of the London Waterloo upgrade
works than passengers recruited face to face (100 vs. 96 per cent in wave 4; 92 vs.
86 per cent in wave 3)
W4 97
W1
W2
W3
W4
84W3*
6.2
6.1
21
How found out about the upgrade works at London Waterloo station
Communication channels used – how found out about infrastructure upgrade works planned for August 2017 (%)
W1 W2 W3 W4
Posters/banners around a station 17 51 72 78
Announcements made at a station 3 28 30 57
Announcements made on a train 2 38 28 56
Leaflets handed out at a station 21 28 27 51
South West Trains website 10 20 22 40
Posters/stickers displayed on a train N/A 17 26 28
South West Trains social media page 4 14 12 24
A printed timetable leaflet or booklet 2 3 5 24
A friend, relative or colleague 9 15 11 20
A timetable on the internet - 1 3 16
Network Rail website 3 3 5 14
Told by staff at a station or on a train 3 6 4 14
An email from South West Trains 2 6 6 13
National Rail Enquiries website - 2 3 13
A train/travel app - 1 1 8
Posters/billboards (not at a station) N/A N/A N/A 8
Informed when I bought my ticket 1 2 2 6
TfL website N/A N/A N/A 6
Other social media page 2 4 3 5
News in local press/radio/TV 9 4 5 3
Radio/TV ad N/A 1 - 3
TfL electronic displays on buses/at
stops/Underground stationsN/A N/A N/A 3
Ads in local press/on radio/TV N/A N/A N/A 3
SWT season ticket wallet N/A <0.5% 1 1
An SMS/text from South West Trains - - - 1
Can’t remember/don’t know 3 1 1 <0.5%
Q16. How did you find out about these infrastructure upgrade works planned for London Waterloo station in August 2017? Base: All aware: wave 1: 305, wave 2: 635, wave 3: 664, wave 4: 773
% At stationOnline (total)
Social media
Any SWT source
Base 668 447 169 361
At station 100 92 95 93
Online (total) 62 100 100 100
Social media 24 38 100 44
Any SWT source 50 81 95 100
Significantly
higher vs. W3
50
36
15
31
72
34
17
30
82
34
14
30
86
60
26
50
At station
Online
Social media
Any SWT source
W1
W2
W3
W4
Wave 4 sees
significantly higher
numbers of passengers
noticing communications
across most channels.
This is driven by
commuters, frequent
travellers and those
completing the survey
online.
23
2
4
4
30
6
25
30
47
15
31
35
16
9
20
19
5
1
1
1
67
18
10
3
W1
W2
W3
W4
A great deal A fair amountJust a little Heard, but know nothing more about itNothing at all Not aware
Knowledge of upgrade works at London Waterloo station
Q12. How much, if anything, would you say you know about these infrastructure upgrade works planned for London Waterloo station in August 2017? Q11. Were you aware of the upgrade works planned for August 2017? Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798Bath Spa 2015; Base: wave 1: 1007, wave 2: 1037
Knowledge level of infrastructure upgrade works planned for August 2017 (%)
Aware
Bath Spa Aware*
• In wave 4, commuters are most likely to be aware
of the planned London Waterloo upgrade works
(98 per cent aware).
• Those using Windsor lines and those aged 60+
are more likely to know a fair amount or more
about the upgrade works (50% and 58%)
42W1
67W2
41
81
88
97
84W3
*Bath Spa W2 was conducted one
month before engineering works
commenced, which is comparable to
W3 of Waterloo.
Bath Spa W3 conducted during the
works, which is comparable to W4 of
Waterloo.
24
Awareness of upgrade works at London Waterloo - detail
Q17. Which, if any, of the following statements about the infrastructure upgrade works planned for London Waterloo station in August 2017 were you aware of before today? Base: wave 1: 305, wave 2: 635, wave 3: 664, wave 4: 773
Awareness of infrastructure upgrade works planned for August 2017 (%) - detail
72
57
43
47
25
89
80
52
49
24
92
84
55
54
26
17
98
88
72
70
50
The Waterloo infrastructure upgrade works willhave an impact on train travel in and out of
London Waterloo station from 5th-28th August2017
The number of trains running in August 2017will be reduced
The impact of upgrade works will varydepending on where and when you are
travelling
The upgrade works are being planned forAugust, as fewer passengers tend to travel
during the summer compared to other times ofthe year
More information about how routes andstations will be affected will be provided early
in 2017
The service will be further reduced over thebank holiday weekend from 25th-28th August
W1 W2 W3 W4
Significantly higher awareness of all statements amongst those recruited online (for both
wave 2, 3 and 4)
Commuters (90% vs 82% leisure), frequent travellers (90%
vs. 81% infrequent) and 26-44 age group (92% vs. 86% 45-
59 and 80% 60+
Aware from social media and SWT channels than through
station (83%, 79%, 81% vs. 72%), frequent travellers (74%
vs. 58% infrequent), ’no trains’ impact (91%)
N/A
N/A
N/A
Significantly higher awareness for…
Aware from social media, online and SWT channels than
through station (84%, 82%, vs. 75%), frequent travellers
(75% vs. 63% infrequent)
Lesser impact (55% vs. high impact 45%), Windsor lines &
main lines (65%, 56% vs. 41% other suburban lines), aware
through social media 63%, SWT channel 62% (vs. 53% at
station)
25
Perception of the personal benefits as a result of the upgrade works at London Waterloo station
Q21a. And what do you expect the benefits to be? Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798,
Perception of the personal benefits as a result of the infrastructure upgrade works (%)
33
29
16
16
17
42
31
26
3
8
23
35
29
22
17
18
52
30
27
2
11
20
36
32
22
14
15
52
30
25
3
10
21
47
35
32
19
20
62
33
31
4
13
8
Increased capacity at London Waterloo station
More platforms at London Waterloo station
Longer platforms at London Waterloo station
Improved passenger facilities at London Waterloo station
Modern and accessible station concourse at London Waterloo
Longer trains/more seats
More punctual trains
Fleet of brand new trains providing extra carriages
Other benefits
No benefits
Don’t know
W1
W2
W3
W4
Benefits at London Waterloo station
Benefits to train services
Significantly higher mentions of no
benefits amongst online sample
(25%) and fewer naming many of the
benefits
Those with a ‘great deal’ of
knowledge were significantly more
likely to be able to list the benefits
* ‘High impact’ and ‘other suburban
route’ users more likely to cite some
benefits than ’lesser impact’
*
*
*
26
Action taken or considered ahead/during the infrastructure upgrade works at London Waterloo stationAction taken/considered ahead of or during the infrastructure upgrade works at London Waterloo station
Q18. And, which of the following actions are you currently considering taking ahead of or during the infrastructure upgrade works at London Waterloo station Base: wave 1: 305, wave 2: 635, wave 3: 664, wave 4: 773
47
26
19
12
9
25
19
9
4
4
3
0
8
23
2
50
30
19
18
11
34
24
15
6
6
4
0
2
12
1
52
28
20
18
12
36
24
12
19
8
8
4
1
0
7
74
55
22
20
19
31
17
29
14
8
4
3
0
2
0
NET: Will still travel
Start your journey(s) earlier
Travel via an alternative route
Travel to/from a different station
Start your journey(s) later
Work from home/another office on some days
Take annual leave
Avoid travelling over August bank holiday weekend*
NET: Alternative method of transport
Use a bus (not a rail replacement service)
Drive myself
Cycle
Car share
Use replacement bus
Need more detail to make decision
None of these
Don't know
W1
W2
W3
W4
*Not asked in W1-2
Significantly higher amongst commuters
(60%), frequent travellers (59%) and those
using other suburban routes (61%)
Significantly higher amongst those with no trains
from their station (29%), those using main lines
(25%) and frequent travellers (21%)
Significantly higher in the Twitter sample (37%)
Significantly higher vs. W3
27
Waves 2/3 - Plans for obtaining detailed timetable information during the works in August
*Not asked for W1 or W4Q25. Which of these best describes how you will get detailed timetables information for services during the upgrade works in August this year?Base: All respondents: wave 2: 1029, wave 3: 1000
Plans for obtaining detailed timetable information during the works in August (%)*
24
34
21
11
6
4
26
32
21
9
8
3
I have already looked online at the informationavailable and shall continue to monitor the
latest information
I plan to look online at the informationavailable in the coming weeks
I shall look online for information a week ortwo before the upgrade works start in August
I shall rely on information/timetables at thestation
I don't expect to travel with SWT in August
None of the aboveW2
W3
• Significantly higher amongst the online
sample (32%) and Twitter specifically (33%)
• Significantly higher amongst commuters
(28%) compared to leisure travellers (17%)
• Highest amongst 26-44 year olds (23%)
• Significantly higher amongst the 60+ age group
(13%), those not yet aware of the upgrade
works (18%) and leisure travellers (24%)
• Significantly higher amongst those
aware of the upgrade works (32%)
28
Wave 4 - How passengers obtained timetable information for their journey
Q20. Which of these best describes how you got timetable information for your journey today?Question asked in wave 4 onlyBase: wave 4: 798
61
31
19
11
8
22
6
2
1
0
7
1
1
55
26
18
12
10
26
8
2
1
0
4
1
2
73
42
21
10
3
12
3
0
0
0
12
1
0
Net: Online
I looked on-line on the NRE website
I looked on-line on the TOCs website
I looked on-line on another website
Net: At station
I didn't look in advance, I just turned up at the station
I picked up a timetable leaflet at the station inadvance
I asked at the station in advance
I consulted timetable information at the station inadvance
I telephoned in advance for timetable information
Other
None of the above
No answer
W4
f2f
Online
How passengers obtained timetable information for their journey (%)
Significantly higher amongst passengers
using main lines (69%) and younger
passengers (71%)
Significantly higher amongst those using Windsor
lines (37%), and lowest amongst young
passenger groups (8% of 16-25 year olds)
Main line passengers were more likely to look up information in
advance, with 82% checking information before travel (compared to
69% of all passengers). They favoured using the NRE website and
the TOC website as the main channels for journey information
29
Satisfaction with the information provided about the infrastructure upgrade works at London Waterloo station and the associated service alterations
Q19. Overall, how satisfied or dissatisfied are you with the information being provided about these infrastructure upgrade works planned for London Waterloo station and the associated service alterations in August this year?Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798
Satisfaction with the information provided about the infrastructure
upgrade works and associated service alterations* (%)
106 6
2
29
911
3
21
18
18
7
26
3326
12
12
24 18
41
39
11
35
W1 W2 W3 W4
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Don’t know/no opinion
Satisfied (net)
• ‘Frequent’ travellers more likely
to be dissatisfied (12% vs. 5%
infrequent)
• 26-44 and 45-59 more likely to
be dissatisfied than 60+ (13%,
9% vs. 2%)
• ‘High impact’ lines more likely
to be satisfied than lesser
impact (82% vs. 75%)
• Online respondent are the
most likely to be dissatisfied
(17% vs. 7% F2F)
*Wording changed between W1 and W2, so results not directly comparable. W2 added “and the associated service alterations”
14% 76%39%33%
Significantly higher W4 vs. W3
30
Satisfaction with the information provided about the infrastructure upgrade works at London Waterloo station and the associated service alterations
Q19. Overall, how satisfied or dissatisfied are you with the information being provided about these infrastructure upgrade works planned for London Waterloo station and the associated service alterations in August this year?Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798,
Satisfaction with the information provided about the infrastructure
upgrade works and associated service alterations* (%)
106 6
2
29
911
3
20
94
21
18
18
7
18
14
8
26
3326
12
43
43
26
12
24 18
41
15
27
39
39
11
35
48
23
LondonWaterloo
W1
LondonWaterloo
W2
LondonWaterloo
W3
LondonWaterloo
W4
Bath SpaW1
Bath SpaW2
Bath SpaW3
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Don’t know/no opinion
Satisfied (net)
• ‘Frequent’ travellers more likely
to be dissatisfied (12% vs. 5%
infrequent)
• 26-44 and 45-59 more likely to
be dissatisfied than 60+ (13%,
9% vs. 2%)
• ‘High impact’ lines more likely
to be satisfied than lesser
impact (82% vs. 75%)
• Online respondent are the
most likely to be dissatisfied
(17% vs. 7% F2F)
*Wording changed between W1 and W2, so results not directly comparable. W2 added “and the associated service alterations”
14% 76%39%33% 19% 35% 62%
Significantly higher W4 vs. W3
31
Wave 4 - Satisfaction with aspects of information provision
7
7
6
2
3
12
13
10
5
6
18
21
15
11
12
40
37
42
43
42
24
22
26
39
38
Very dissatisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very satisfied
Satisfied
(net)
W4
79%
82%
69%
59%
64%
Satisfaction with aspects of information provision (%) *
The information being available when you wanted it
The amount of information provided about the disruption
Where the information was available
The accuracy of the information given about the disruption
Going online for detailed information
Q19. And how satisfied were you with…? *Asked W4 onlyBase: wave 4: 798
32
Wave 4 - Satisfaction with aspects of information provision
7
7
6
2
3
12
13
10
5
6
18
21
15
11
12
40
37
42
43
42
24
22
26
39
38
Very dissatisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very satisfied
Satisfied
(net)
W4
79%
82%
69%
59%
64%
Satisfaction with aspects of information provision (%)
The information being available when you wanted it
The amount of information provided about the disruption
Where the information was available
The accuracy of the information given about the disruption
Going online for detailed information
Satisfaction with the amount of information provided is consistent across passenger groups
Passengers using lesser impact stations and main line routes are less satisfied with where information was available (78% and 77%)
Consistent across passenger groups
Leisure travellers more satisfied with going online for detailed info (65%)
Passengers using lesser impact stations and main line routes are less satisfied (61% and 59%), and those in the 60+ age group were the most satisfied (74%)
Q19. And how satisfied were you with…? *Asked W4 onlyBase: wave 4: 798
33
Wave 3 - What passengers wanted to know about upgrade works at London Waterloo station - spontaneous mentions
What more would passengers like to know about the infrastructure upgrade works planned for August 2017 – verbatims
New timetable info More precise information
Compensation/season ticketsFuture benefits
Which/How services will be affected. How long an average journey will now take and what time will return trains leave Waterloo
Improvements, e.g. longer trains, more shops, better signals
Which trains will be running – a precise timetable would be
useful
A timetable showing the services that will be running
Timetables, refunds for season ticket holders not willing to travel in August/if forced to travel in August, alerts for when the station is closed
due to overcrowding
What compensation there will be on season ticket due to disruption
More detailed information about the extra train services that will be
possible once the upgrade work has finished
Revised timetables would be good
Expected benefits, especially the daily issue of overcrowding
Will trains be longer? Will frequency increase?
Process if getting a part-refund for the month
Are Gold Card owners going to get a refundfor August
Which train lines will be opened or closed/have reduced services etc
Exactly which trains will not operate on the Surbiton-London Waterloo line
Timetable details for the two trains an hour in the mornings and
evenings which will run between Twickenham and Shepperton
What is the impact on my route?
Type and level of disruption to expect
What will the impact be on travellers, will it cause
delays to journeys
Exact information about the timing implications for my regular journey
Dates, how it will affect me, alternatives if services are going to
be altered
How many trains are you reducing during the upgrade? Is the upgrade work likely to
overrun?
Timescale and expected impact of the improvement on my usual journey
Better idea of how my journey will be impacted
Everything that will affect my journey between Hampton Court and
Wimbledon
How will it affect the frequency of trains
I would like to know whether my Gold Card will allow me to travel on the GWR
services via Reading/Paddington
Q15. What more would you like to know about these infrastructure upgrade works planned for London Waterloo station in August 2017? Question not asked for wave 4Base: All aware: wave 3: 905
34
14
10
8
3
2
10
4
3
9
5
2
1
2
18
3
2
4
1
2
4
3
19
11
12
2
4
10
3
1
9
5
3
3
1
10
5
2
1
1
4
5
3
32
23
9
7
5
3
3
3
2
2
2
2
2
1
1
1
0
6
7
0
5
Good information/sufficient information/more than sufficient etc.
Good notice given/plenty of advanced warning/I appreciate the long notice period
Timetable information needed/still haven't been told actual train times
I am able to plan/make decisions
Should have informed us more in advance/in a more timely manner
More exact/detailed/clear information required/information is too vague
It won't affect me/much
Do not know what the impact/level of disruption will be/how bad it will be
Have not been told how it will affect my journey/which routes are affected
Unable to plan/make decisions (with information given so far)
Information on compensation/fare reductions required
Other route information / Alternative routes / Route changes - stops affected etc.
Suggested options of taking holidays, changing work times etc. are not possible for me
Need more information/have not heard much about it/I didn't know about it
Because it is going to affect me/I cannot get to work/I risk losing my job etc.
More explanation of the work being done
Assume there will be more information coming/will learn more nearer the time
Other positive mention
Other negative mention
Don't know
No answerW2W3W4
Reasons for level of satisfaction with the information provided about works and associated service alterations
• Highest those using stations with no trains (43%) and
16-25 year olds (44%)
• Significantly higher amongst frequent travellers
(26%)
Q20 Why do you say that? (*Not asked in W1)Base: All respondents: wave 2: 781, wave 3: 756, wave 4: 798
Reasons for level of satisfaction with
information provided (%) *
Significantly higher vs. W3
35
Reasons for level of satisfaction with the information provided about works and associated service alterations – satisfied passengers
All passengers informed of the works for many, many months prior to the works
starting
Reasons for level of satisfaction with information
provided – satisfied passengers (%) *
18
13
9
9
11
4
2
2
5
2
23
13
13
9
11
2
3
4
5
3
38
24
10
2
15
1
0
6
0
4
Good information/sufficient information/morethan sufficient etc.
Good notice given/plenty of advanced warning/Iappreciate the long notice period
Timetable information needed/still haven't beentold actual train times
Have not been told how it will affect myjourney/which routes are affected
I am able to plan/make decisions
More exact/detailed/clear informationrequired/information is too vague
Assume there will be more informationcoming/will learn more nearer the time
Other
Don't know
No answer W2W3W4
Q20 Why do you say that? (*Not asked in W1)Base: All satisfied: wave 2: 488, wave 3: 464, wave 4: 597
I knew everything I needed to know with plenty of
warning to make alternative arrangements
A lot of advance notice and relatively easy timetables provided on the website
I was sent a link to an alternative timetable so I
could determine an alternative route
Have known about upgrade works for a while and have made alternative
arrangements
I had enough warning to make plans in advance
Announcements were made months in advance on trains. Posters were at
stations months in advance also, and leaflets were handed out everyday a few
weeks before, up to the event
There were posters on trains and at stations and announcements for a long
time before it started so we had plenty of advance notice
I think the whole thing has been handled very professionally with ample notice
It was made very clear how the works would affect my journey and there have been plenty of staff on hand to help out
Significantly higher W3 vs W4
36
Reasons for satisfaction with the information provided about works and associated service alterations – neutral passengers
Reasons for level of satisfaction with information
provided – neutral passengers (%) *
Info generally OK but would like more detail around queue systems planned at
each station
Information overload!
Don’t know much about it. There was more information given on the London
Bridge worksWeekday timetable readily
available but no explanation in the leaflet as to why there was
no weekend timetable. I eventually found one online
I was aware there would be disruption throughout August. However I did not
realise that trains would not be stopping at Vauxhall, my normal route home,
until just before the work began
Not affected enough to want to know more
Well informed and pre warned. No surprises. (Doesn’t mean I like it!)
Sufficient information provided through various mediums. My only criticism is that I am not entirely sure when exactly during the day
normal service resumes (or close to ‘normal’)
Significantly higher W3 vs W4
10
8
10
4
5
5
18
7
8
5
1
2
1
5
4
12
9
11
2
5
3
13
11
9
5
1
1
1
6
4
15
13
7
4
3
3
2
2
2
2
1
0
3
2
6
Good information / Sufficient information/ Morethan sufficient etc.
Good notice given/plenty of advanced warning/Iappreciate the long notice period
Timetable information needed/still haven't beentold actual train times
Should have informed us more in advance/in amore timely manner
Unable to plan/make decisions (with informationgiven so far)
It won't affect me/much
Need more information/have not heard muchabout it/I didn't know about it
Have not been told how it will affect myjourney/which routes are affected
More exact/detailed/clear informationrequired/information is too vague
Because it is going to affect me/I cannot get towork/I risk losing my job etc.
Do not know what the impact/level of disruptionwill be/how bad it will be
Assume there will be more informationcoming/will learn more nearer the time
Other
Don't know
No answer
W2W3W4
Q20 Why do you say that? (*Not asked in W1)Base: All neutral (neither satisfied nor dissatisfied): wave 2: 168, wave 3: 188, wave 4: 97
37
Reasons for level of satisfaction with the information provided about works and associated service alterations – dissatisfied passengers
Q20 Why do you say that? (*Not asked in W1)Base: All dissatisfied: wave 2: 49, wave 3: 51, wave 4: 66
Reasons for level of satisfaction with information
provided – dissatisfied passengers (%) *
18
18
10
7
5
5
3
1
1
4
1
2
4
1
1
5
4
13
13
11
11
5
5
3
3
3
2
2
2
1
1
1
6
4
6
2
9
3
3
2
3
1
2
4
2
2
3
2
3
1
6
More exact/detailed/clear informationrequired/information is too vague
Need more information/have not heard muchabout it/I didn't know about it
Timetable information needed/still haven't beentold actual train times
Have not been told how it will affect myjourney/which routes are affected
Unable to plan/make decisions (with informationgiven so far)
Because it is going to affect me/I cannot get towork/I risk losing my job etc.
Information on compensation/fare reductionsrequired
More explanation of why the work being done isrequired
Lack of/Not easy to find information online/Needbetter information/on SWT website
Should have informed us more in advance/in amore timely manner
Other route information/Alternative routes/Routechanges - stops affected etc.
No solutions offered/Just have to put up with it
Suggested options of taking holidays, changingwork times etc. are not possible for me
Do not know what the impact/level of disruptionwill be/how bad it will be
Other
Don't know
No answer
W2W3W4
Significantly higher W3 vs W4
38
The derailment on 15 August
During wave 4 of the research a train derailed outside Waterloo on Tuesday 15th August, causing significant disruption at Waterloo and surrounding
stations. Fieldwork was postponed between the 15th and 17th August due to the scale of the disruption. Despite the postponement of fieldwork there is
the potential that the derailment could have affected passengers perceptions. The results shown on this page split the sample between passengers
travelling prior to the derailment and those travelling afterwards. All respondents are taken from the face-to-face sample, since the online fieldwork was
all conducted after the derailment.
Delayed
Not delayed
Don’t know
W4
f2fPre Post
65 62 67
32 35 30
2 2 3
Delays to the journey
Base: wave 4: 556, Pre: 221, Post: 335
Satisfaction with the journey (%)
8 7 814 14 1416 14 18
33 34 32
29 30 27
W4 f2f Pre Post
Very satisfied
Fairly satisfied
Neither/nor
Fairly dissatisfied
Very dissatisfied
Satisfied (net) 62% 64% 59%
Trust SWT (%)Based on 7 point scale 1=Do not trust them at all, 7=Trust them a great deal
31
37
35
57
58
58
5
2
3
Top 2 Mid 3 Bottom 2 No answer
W4 f2f
Pre
Post
Satisfaction with information about the works (%)
2 2 36 7 613 12 13
42 43 41
35 36 35
2 1 2
W4 f2f Pre Post
Don't know/No opinion
Very satisfied
Fairly satisfied
Neither/nor
Fairly dissatisfied
Very dissatisfied
Satisfied (net) 77% 79% 76%
Satisfied (net)
W4
f2fPre Post
78 81 77
83 81 84
69 71 68
61 64 59
64 64 64
The amount of information
provided about the disruption
Where the information was
available
The accuracy of the information
given about the disruption
Going online for detailed
information
The information being available
when you wanted it
39
Satisfaction with how the operator handled any disruption, and with value for money
Delays to the journey
Yes – minor delay
Yes – serious delay
No
Don’t know
14
21
8
8
26
24
16
11
22
23
38
18
23
23
26
36
15
9
12
28
Very dissatisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very satisfied
Satisfied
(net)
W4
63%
38%
32%
40%
Overall satisfaction with the way the TOC handled any disruption on journey today (%)*
Satisfaction with value for money of ticket for today’s journey (%)*
Q25. Overall how satisfied are you with the way the train operator has handled any disruption to your journey today? Q26. How satisfied are you with the value for money of your ticket for today’s journey?*Asked W4 onlyBase: Q25 wave 4: 647; Q26 wave 4: 766
Commuters and those using lesser impact stations are least satisfied with how the operator handled disruption (61% and 60%). Those in the 26-44 age bracket are least satisfied (57%), with older passengers being most satisfied
Passengers using suburban lines are the most satisfied with value (38%), as well as leisure passengers (56%) and those aged 60+ (61%)
W4
NRPS
Spring 2017
W4
NRPS
Spring 2017
W1 W2 W3 W4
50% 34% 29% 51%
10% 4% 4% 13%
38% 59% 62% 32%
1% 2% 2% 2%
40
Wave 4 - Passenger satisfaction with replacement buses
9
7
12
13
0
13
15
13
13
33
8
10
39
33
31
30
39
13
35
33
Very dissatisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very satisfiedSatisfied
(net)
W4
63%
65%
47%
78%
Q21. Thinking about when you caught or changed to the replacement bus, how satisfied were you with the following?*Asked W4 onlyBases: in brackets above
Satisfaction with aspects of replacement buses – Chessington branch (%) *
Time allowed for the transfer between the bus and the train (30**)
Frequency of the bus service (26**)
Help provided by luggage (15**)
Directions given to/from the replacement bus service (23**)
**Caution: low base sizes
Passengers found that it was easier to get a seat on a replacement bus, but generally
felt that the legroom, seat size and toilet facilities were worse than on board a train
41
Wave 4 - Passenger satisfaction with replacement buses
85
80
76
50
78
63
65
47
Chessington Bath Spa
Time allowed for the transfer
between the bus and the train
(270/30**)
Frequency of the bus service
(315/26**)
Help provided by luggage
(147/15**)
Directions given to/from the
replacement bus service
(310/23**)
Q21. Thinking about when you caught or changed to the replacement bus, how satisfied were you with the following?*Asked wave 4 onlyBases: in brackets above (Bath Spa/Chessington)
**CAUTION: low base sizes for Chessington
Satisfaction with aspects of replacement buses (%very/fairly satisfied) *
Significantly higher
42
Support for upgrade works at London Waterloo station
Q22. To what extent do you support these infrastructure upgrade works planned for London Waterloo station in August 2017, or do you have no feeling either way? Q22. Why do you say that? Base: All respondents: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798, Bath Spa 2015; Base: All respondents wave 1: 1007, wave 2: 1037
Support for infrastructure upgrade works planned for
August 2017 (%)
1610 7
2
2
33
1
3
34
2
21
22 25
15
3438 38
40
24 24 23
39
W1** W2 W3 W4
Strongly support
Tend to support
No feelings either way
Tend not to support
Do not support
Don’t know/ no opinion
Support (net) (46% Bath Spa) (54% Bath Spa*)
*Bath Spa W2 was conducted one month before engineering works commenced. Bath Spa W3 was conducted during the engineering works.
**W1 results have been rebased and are therefore not as shown previously
58% 62% 61% 79% (59% Bath Spa*)
43
1610 7
2
2
33
1
3
34
2
21
22 25
15
3438 38
40
24 24 23
39
W1** W2 W3 W4
Strongly support
Tend to support
No feelings eitherway
Tend not to support
Do not support
Don’t know/ no opinion
Support for upgrade works at London Waterloo station
Q21. To what extent do you support these infrastructure upgrade works planned for London Waterloo station in August 2017, or do you have no feeling either way? Q22. Why do you say that? Base: All respondents/support/don’t support: wave 1: 746, wave 2: 781, wave 3: 756, wave 4: 798Bath Spa 2015; Base: All respondents wave 1: 1007, wave 2: 1037
Support for infrastructure upgrade works planned for
August 2017 (%)
23
9
9
7
4
3
3
2
1
2
Increased capacity needed/trains crowded/need more seats/space
Improvements are good/to be welcomed
They will improve the service/journey
It is necessary/it needs to be done
It is good to invest in infrastructure
Improvements to Waterloo Station were needed
Disruption necessary in the short term for long-term benefits
Trains will be faster/run on time/be puctual
There will be fewer delays/disruptions
Other positive mention W4
4
2
2
2
It doesn't affect me/ will not affect me much -e.g. do not use Waterloo Station often
Mention of fares/ costs - e.g. fares are tooexpensive, should be lowered
It will make no difference/ the service will notimprove
Other negative mentionW4
Wave 4: Reasons for supporting/not supporting (%)
*Bath Spa W2 was conducted one month before engineering works commenced. W3 was conducted during the engineering works
Support
(net) (46% Bath
Spa)
(54% Bath
Spa*)
58% 62% 61% 79% (59% Bath
Spa*)
44
Reasons for support for the upgrade works
They are necessary and long overdue. Waterloo if frequently overcrowded, trains are delayed and
extremely busy. These upgrades will alleviate the issue
Improving the infrastructure makes for a better foundation and so a better travel
experience
Future requirements delivered ahead of
need
Investing in public transport is very important for London
I support it if it means more punctual and
frequent trains
Work needs to be done to cope with the increasing number of passengers
Trains are becoming increasingly full and uncomfortable. Hopefully there will be more
space in the future
It’s important to invest in your rail infrastructure
The infrastructure upgrade work at Waterloo can only be a good thing. Has
to be done
I’m hoping it will ease overcrowding on the trains and prevent delays/disruption
It was obviously necessary. Better to do it as a ‘short, sharp shock’ rather than
piecemeal
We need longer platforms so that more passengers can
come in and out of Waterloo
Trains are currently overcrowded so something needed to be done
top related